Representative, Customer Experience - eCommerce

Pandora•Glen Burnie, MD

10d•$21 - $25

About The Position

The Representative, Customer Experience - eCommerce is part of Pandora’s Americas Customer Experience team, which serves customers across North America and Latin America. The team acts as brand ambassadors, problem-solvers, and customer advocates, working to create positive customer experiences and strengthen loyalty. The representative manages complex customer inquiries and escalated concerns across phone, email, and other support channels. The role involves resolving complaints and warranty-related questions, guiding customers on Pandora products and policies, and taking ownership of cases through resolution. The representative also documents customer interactions, works with cross-functional teams to resolve issues, identifies recurring problems, and supports continuous improvement while meeting customer experience and contact center metrics.

Requirements

At least 2 years of customer service experience.
Strong ability to de-escalate difficult situations professionally, empathetically, and confidently.
Excellent verbal and written communication skills and a customer-first mindset.
Problem-solving and decision-making abilities in a fast-paced environment.
Ability to manage multiple priorities while maintaining accuracy and attention to detail.
Comfort handling a high volume of phone and email interactions throughout the day.
Technical aptitude, including experience with CRM systems and Microsoft Office applications.
Ability to maintain confidentiality and handle sensitive customer information professionally.

Nice To Haves

Customer service experience in a contact center, retail, luxury, or e-commerce environment.
Experience with Salesforce.
Familiarity with customer service metrics such as CSAT, NPS, First Contact Resolution (FCR), and Average Handle Time (AHT).
A collaborative, positive attitude and passion for delivering customer experiences.

Responsibilities

Serve as the primary point of contact for escalated customer concerns and provide timely resolutions across phone, email, and other support channels.
Handle complex customer complaints and warranty-related inquiries while applying company policies and procedures.
De-escalate difficult situations through active listening, empathy, judgment, and problem-solving.
Own customer issues from initial contact through resolution, providing updates and follow-up as needed.
Use CRM and customer support systems to document interactions, track cases, and maintain accurate customer records.
Educate customers about Pandora products, services, warranties, and policies.
Collaborate with Operations, Logistics, Retail, and Customer Experience partners to resolve concerns.
Identify root causes of recurring issues and provide feedback for continuous improvement.
Meet or exceed customer experience and contact center performance metrics.
Maintain accuracy, attention to detail, and confidentiality when handling customer and business information.
Stay informed about product launches, promotions, and operational updates.
Demonstrate Pandora’s values and commitment to service excellence in customer interactions.
Share best practices, support colleagues, and foster a customer-first team environment.